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Resolve customer issues quickly with end-to-end field service management

Improve ROI with fast and effective service delivery.

Provide an effortless, proactive service experience. The SAP Field Service Management solution empowers technicians to boost customer satisfaction with mobile tools, artificial intelligence (AI), machine learning, and the Internet of Things.

Cloud deployment
Customer self-service processes
Simplified scheduling and dispatching
Real-time analytics and reporting

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Key Benefits

Improve first-time fix rates

Deploy mobile technology and AI-based recommendations to quickly locate the best technicians and ensure the right parts are available to avoid repeat visits.

Harmonize field service processes

Accelerate service execution by integrating front-office and back-office processes and enabling an effective collaboration, while keeping customers informed.

Cut field service costs and increase revenue

Increase customer satisfaction and revenue by boosting productive time, allocating service teams efficiently, and making decisions based on real-time analytics.

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Analytics and Reports

Real-time field service metrics

Make decisions and recognize issues quickly with standardized and customized analytics and reports
Observe and analyze key performance indicators that are critical for your tasks and business
Meet the requirements of service level agreements (SLAs)

Mobile and desktop reporting

Gain a 360-degree view of your customers, connected products, and service staff – all in a single data hub
Access dashboards and graphically enhanced reports on mobile devices, desktops, and offline sources

Individualized reports and invoices

Create complete service reports on site
Upload invoice reports into ERP software automatically
Send invoices to customers automatically from the ERP system

Scheduling and Dispatching

AI-enabled scheduling

Prioritize important service calls and manage complex shift schedules
Optimize scheduling, planning, and dispatching in real time with AI-based tools
Customize your planning list and view the information that is important for you

Transparent scheduling

Assign people to the right tasks quickly with intuitive, drag-and-drop tools and AI-enabled automation

Schedule multiple work orders simultaneously and know your field technicians’ location and current job status

Avoid unexpected surprises by maximizing information availability and connectivity

Skill management

Increase overall productivity by matching job requirements to a technician’s skillset
Cut travel time with visibility into available and right-skilled technicians who are close to a service activity
Send automated notifications about necessary tools and parts to technicians on their mobile devices

Intelligent Self-Services

Intuitive customer experience

Access 24x7 self-services by scanning a QR code or another unique identifier
Let your customers schedule an appointment with a service technician guided by an intelligent chatbot
Enhance your customers’ self-service experience with a transparent overview of the entire process

Simplified self-services

Keep customers informed on when they should expect the service technician with real-time ETAs (estimated time of arrival)
Notify your customers and service teams on the progress of their requests
Give human service representatives more time to deal with complex inquiries

Connected self-service portal

Build attractive, fully branded self-service platforms
Make content discoverable from anywhere and at anytime, including equipment records and service requests
Connect every equipment or machine across your entire installed based in the cloud, even without Internet of Things technologies

Work Order Management

Work order lifecycle management

Track parts at each stage of the work order lifecycle
Gain real-time insight into warehouse and service truck management
Minimize repeat visits by ensuring parts availability

Inventory visibility

Manage your inventory data, including parts requests and return material authorizations
Locate parts and related costs within your trucks or nearby depots
Reduce disruption by integrating inventory management into your ERP system

SLAs and reserved materials

Optimize preventive maintenance with real-time tracking, monitoring, and forecasting

Give crucial service level agreement (SLA) information to your field service workforce

Allow the field service workforce to access customer contracts, SLAs, and warranties

Mobile Applications

Online and offline access

Review critical information, such as customer history, parts availability, and process checklists
Enable technicians to find the right location with ease by using mapping and GPS tracking
Retrieve and adjust service reports remotely, at any time

Technician-focused design

Require little or no learning for end users
Provide access to uniform checklists to support consistent response and repair
Increase on-site lead generation by connecting field service technicians and sales seamlessly

Workforce safety

Give technicians continuous access to relevant environment, health, and safety (EHS) documentation
Improve awareness and identify risks on site by creating mitigation actions and security checks
Allow technicians to generate feedback related to EHS tools, quality, and site conditions

Knowledge Management

Dynamic smartforms

Guide and instruct engineers and technicians based on real-life empirical data, scenarios, and situations
Make customer and product history, user manuals, and video tutorials available and accessible
Customize a flexible and adaptable smartform structure for any industry

Information sharing

Connect technologies to an ERP system to collect and access service knowledge and cut training time

Boost productivity with standardized processes and visibility into customer needs

End return visits and no-shows with better information management and remote support enabled by augmented reality

Technical Information

This product is deployed in the cloud and is available as software as a service (SaaS), so you can access your software from any Web browser.

Installation and setup

Follow the setup instructions so you can start running your SAP software quickly and confidently.

Configuration

Optimize configuration of SAP Field Service Management Software with our comprehensive configuration guide.

Integration

Find out how you can seamlessly integrate SAP Field Service Management Software with your existing IT landscape.

Visit SAP Field Service Management Help Portal

Field Service Management Resource Center

Hear how HOERBIGER maximizes time with every customer by accelerating and standardizing its service processes worldwide.

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Müller Martini

Consider how Müller Martini increased its operational efficiency by 54% by automating its service and distribution processes.

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Check out how Weiss Technik united its back office and field services by digitalizing and standardizing processes.

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Orchard Machinery

Find out how Orchard Machinery Corporation (OMC) streamlines operations to serve its customers faster and better than ever before.

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Explore how MHI GmbH uses SAP Field Service Management for simple and efficient service assignment planning.

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IEP Technologies

See how SAP solutions helped IEP Technologies free up more time for customer-facing activities by reducing the effort of scheduling processes.

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Discover how INICOM simplified and automated field service processes with SAP Field Service Management.

Differentiate your brand with great service

See how the SAP Service Cloud portfolio can help you deliver exceptional end-to-end customer experiences.

Drive customer loyalty with perfect service moments

Deliver exceptional customer experience across all touch points with SAP Service Cloud and Experience Management solutions from SAP.

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Redefine field service that delivers your brand promise

Delight customers and differentiate your brand with better, faster, and more-efficient field service using SAP Field Service Management.

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Solution overview for SAP Service Cloud

See how SAP Field Service Management helps you build a more responsive and efficient field service team to get the job done right the first time.

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Win customers’ hearts with effortless field service experiences

Learn about the three-step method for creating perfect service moments that drive business growth.

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Redefine field service

Find out how to transform your field service with SAP Field Service Management.

Read the solution brief

Unleash the power of field service

Empower your teams to deliver excellent customer service with access to the right data, anywhere, any time.

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Five steps to turn field service into profit

Find out how to generate field service revenue with an empowered, customer-centered team.

Modernize your field service

Learn how to turn field service into your most valuable customer touch point.

Avoid five mistakes when choosing field service software

Gain insight into evaluating software options for field service management.

Harmonize processes for field service success

Discover how breaking down silos and aligning your processes lead to lower costs and higher customer satisfaction.

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Introduction to field service management

Get an overview of how digital transformation is revolutionizing field service management.

Read the report

See additional products

SAP Service Cloud

Orchestrate seamless service experiences to support customers throughout their entire journey and bridge the gap between front-office and back-office processes.

Learn more

SAP Crowd Service

Create a pool of skilled service technicians – from partners to customers – to meet customer needs quickly and save costs with a flexible, on-demand network.

Learn more

SAP Customer Experience solutions

Adopt a next-generation customer experience suite that offers cloud-based intelligent solutions for marketing, commerce, sales, service, and customer data.

Learn more

Get Started

Jump-start your implementation and drive ROI by collaborating with industry experts, consultants, and support engineers throughout your journey.

Services

Transform your business quickly and effectively by taking advantage of our holistic service and support plans, expert consulting services, custom application development, proven best practices, and deep industry and technical knowledge.

Explore our services

Support

Help keep your SAP solutions running at peak performance with our IT experts and support services, including long-term plans, embedded teams, remote technology support, self-service portal, and innovation strategies.

View our support plans

Security and compliance

Focus on your business and customer relationships. SAP maintains data center, privacy, and product security standards.

Learn about security at SAP

Questions? Get in touch!

Trimiteți e-mail cu întrebări, comentarii sau sugestii.

*Gartner, Magic Quadrant for Field Service Management, Jim Robinson, 16 April 2019.

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from SAP.

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